Digital Travel Concierge | Premium Chat & Phone Support

Cloud5 Communications; Canada; Hybrid; CAD 24,000 - 34,000; Full time

Job summary

Cloud5 Communications seeks a Digital Travel Consultant to deliver high-touch travel and lifestyle services globally. You will secure reservations, curate experiences, and assist customers via chat, email, and phone, ensuring a seamless, premium experience.

The role emphasizes exceptional written and verbal English communication, keen attention to detail, and the ability to think creatively to resolve inquiries while maintaining top-tier service levels.

Qualifications

• Proven ability to deliver premium customer service through written and verbal communication.
• Strong written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally in English.
• Ability to interpret customer tone and needs and provide personalized, empathetic support.
• Interest in travel, lifestyle services, dining, and global destinations.
• Strong computer proficiency with the ability to navigate multiple systems and tools simultaneously.
• Excellent problem-solving, time management, prioritization, and multitasking skills in a fast-paced environment.
• Resilient, adaptable, and composed when managing complex situations and changing priorities.
• Strong interpersonal and consultative skills, with the ability to make confident recommendations and build customer rapport.
• High level of integrity and discretion when handling sensitive customer information.
• Experience in travel, hospitality, luxury customer service, concierge services, or sales is preferred.
• Experience with dining reservation platforms and/or Global Distribution Systems (GDS) is an asset.
• Flexibility to work a variety of shifts, including evenings, overnights, weekends, and holidays, with the ability to support both voice and digital channels as required.
• High School diploma or equivalent
• Must consent to and pass a background check
• Must be legally entitled to work in Canada (Canadian citizen or permanent resident)

Responsibilities

• Manage multiple customer interactions across chat and phone channels.
• Deliver personalized service through written and verbal communication while maintaining premium experience.
• Research and recommend curated travel, dining, entertainment, and lifestyle experiences.
• Coordinate and secure reservations for restaurants, hotels, flights, transportation, events.
• Utilize program expertise to identify exclusive benefits, upgrades, and tailored recommendations.
• Communicate with customers, vendors, and service providers via chat, phone, and email to fulfill requests and resolve issues.
• Maintain knowledge of destinations, restaurants, events, travel trends and lifestyle offerings.
• De-escalate customer concerns across channels during disruptions or time-sensitive situations.
• Meet service-level expectations including response times, call handling, follow-ups, and white-glove standards.
• Address objections with empathy and provide alternative solutions.
• Adhere to reservation protocols to ensure accuracy and risk mitigation.
• Use chat, email, web, and other tools to assist customers.
• Stay informed on program changes and promotions to guide customers accurately.
• Complete required training to maintain proficiency.

Skills

Premium customer service

Written communication

Verbal communication

English proficiency

Computer proficiency

Problem solving

Time management

Multitasking

Interpersonal skills

Integrity

Travel/hospitality experience

GDS/dining platforms asset

Shift flexibility

Diploma or higher

Background check consent

Canadian work eligibility

Education

High School diploma or equivalent

Tools

None specified

Job description

Cloud5 Communications seeks a Digital Travel Consultant to deliver high-touch travel and lifestyle services globally. You will secure reservations, curate experiences, and assist customers via chat, email, and phone, ensuring a seamless, premium experience.

The role emphasizes exceptional written and verbal English communication, keen attention to detail, and the ability to think creatively to resolve inquiries while maintaining top-tier service levels.